Director, Customer Operations & Strategy

Billtrust US Careers

9h•$190,000 - $200,000•Remote

About The Position

Senior leadership role responsible for operational excellence, systems governance, data quality, financial operations, and process optimization across the Global Customer Experience (GCX) team’s core functions: Professional Services, Operations, Customer Success, and Customer Support. Serves as the connective tissue ensuring disciplined execution, cross-functional accountability, and data-driven decision-making at scale. Owns GCX financial operations including budget & vendor management, revenue performance tracking, and profitability analysis. A direct driver of Billtrust’s strategic transformation initiatives, including program management of continuous delivery optimization and enterprise-wide data governance.

Requirements

10+ years in Operations, Analytics, Business Intelligence, or a related field
5+ years leading managers or senior individual contributors in a cross-functional environment
Proven experience designing KPI frameworks and enterprise quality management systems
Proven experience driving cross-functional transformation successfully
Financial operations reporting, budget management, and cost-benefit analysis experience
Background in SaaS Customer Experience organizations
Experience governing CRM, PSA, Customer Support and Customer Success systems (Salesforce, Certinia, Gainsight, ServiceCloud or equivalent)
Executive-level communication skills — written, verbal, and data visualization
Advanced Excel proficiency; demonstrated ability to govern enterprise data and reporting infrastructure
Proficiency in BI tools (Power BI, Tableau, Looker, or equivalent)
Experience with AI-powered tools for operational analytics or portfolio performance
Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field

Responsibilities

Build and mature a GCX-wide performance management system; cascade KPIs to teams with clear owners and targets
Implement governance routines, operational dashboards, and executive reporting across all GCX functions
Lead GCX financial operations reporting: budget monitoring, vendor management, cost-benefit analyses, revenue leakage tracking, and profitability
Partner with Finance to maintain accurate reporting on headcount, vendor spend, and program economics
Identify and escalate revenue leakage risks with recommended remediation paths
Leverage analytics and AI-powered tools to surface performance insights and quantify business impact
Lead GCX’s Operational Excellence Management (OEM) function; assess end-to-end workflows and systems; design scalable improvements that increase speed, quality, and margin
Program manage GCX’s continuous delivery strategic innovation and transformation initiatives
Provide executive visibility into transformation progress, key risks, and mitigation actions via structured reporting and decision forums
Institutionalize best practices through documentation, training, and cross-functional knowledge sharing
Provide strategic direction across all GCX source systems supporting PS, Operations, CS, and Support
Partner with IT, Finance, and RevOps to ensure systems are configured, maintained, and evolved in alignment with GCX’s operating model
Drive automation initiatives in partnership with Business Transformation and Engineering to reduce manual overhead and improve data fidelity
Manage performance, development, and workload of assigned team(s)
Recruit, mentor, and develop staff; build a high-performance, continuous-improvement culture
Drive adoption of new processes, metrics, and systems through structured change management
Act as strategic liaison to Finance, IT/Engineering, Sales Operations, HR and other business partners

Benefits

Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
Flexible Working Hours: We support your lifestyle- the results are what count.
Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.